Customer Story: Piraeus Bank

The need: process transparency and efficiency  

Piraeus Bank, a prominent Greek multinational financial services company with €34.7 billion in net loans and 5.7 million customers, faced challenges in clarifying its consumer loan process.

With a substantial monthly workload of 20,000 applications and 110,000 user events, the process was complex and often handled non-standardly. Traditional approaches like process mapping, interviews, and workshops failed to depict the true reality of the process, and automation proved ineffective.

Business needs: 
  • Creating a detailed end-to-end process visualisation of the consumer loan process 
  • Identifying the key bottlenecks in the selected process 
  • Monitoring KPIs and rework in the process flow  
  • Identifying deviations from the designed process  
  • Identifying root causes for inefficiencies 
  • Identifying areas of improvement to optimise performance

MEET THE CUSTOMER

Piraeus Bank

Piraeus Bank was founded in 1916. Today it represents the leading Bank in Greece in terms of customer loans and deposits.

Net loans: €34.7 bn

Deposits: €55.8bn

Employees: 8800

Customers: 5.7 million

Solution: Process mining with QPR ProcessAnalyzer

How Piraeus Bank selected the right process mining tool and team 

QPR ProcessAnalyzer was chosen for its dynamic and automatic process visualisation, leading root cause analysis, and extensive KPI monitoring features, along with out-of-the-box conformance and lead time analysis.

Given the vast scale of over 1,000,000 events in the consumer loan process, QPR ProcessAnalyzer was the sole software capable of efficiently analysing such data and delivering instant results.

In the selection process, QPR emerged as a standout partner, distinguished by its agility and customer-oriented approach.

Why QPR ProcessAnalyzer 

  • Capable of analysing huge data amounts in the blink of an eye 
  • Dynamic and automatic process visualisation 
  • Market-leading root cause analysis 
  • Comprehensive KPI monitoring 
  • Out-of-the-box conformance and lead time -analysis 
  • Agile and customer-oriented team 
  • Easy implementation 
Locating process bottlenecks and increasing efficiency 

Through process mining, Piraeus Bank revealed bottlenecks, inefficient process variants, and their origins. They conducted root cause analyses for various inefficiencies, pinpointing optimisation opportunities. Additionally, the insights gained shed light on why automation initiatives deviated from plans and suggested necessary changes for problem resolution.

Piraeus Bank got much more than transparency. They:
  • uncovered bottlenecks
  • found inefficiencies and their root causes
  • pinpointed optimisation points
  • got indispensable automation insights
 
The result: “Unprecedented transparency” 

Using the fact-based insights from process mining, Piraeus Bank made effective improvements and optimised the process, resulting in an impressive 86% reduction in process lead time.

“Thanks to QPR, we were able to demonstrate process bottlenecks to the broader management, identify optimization points and make recommendations to improve the consumer loan process.”

Lambros Bessas, Senior Manager – Piraeus Bank 

🎯 Goal: Transparent consumer loan process

✅ Results: Unprecedented transparency with 86 % shorter lead time

Interview highlights

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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.